Hospitals and health systems face high-conflict patients, families, and complaints daily — and clinical training rarely covers them. HCI gives patient relations teams, clinical leadership, and frontline staff a structured response: what to say, how to document it, and when to escalate. Used by major health systems including Boston Children's and Naval Medical Center San Diego.
These are the patterns we hear from healthcare professionals every week. Each one comes from the same small group of high-conflict people who consume a disproportionate share of your team's time.
A starter set of HCI training relevant to healthcare professionals. Browse the full catalog to filter by audience and format.
The titles from Bill Eddy, LCSW, Esq. and the HCI team that we point healthcare professionals to first. See all HCI books.
Brief, Informative, Friendly, Firm responses for difficult healthcare communication.
Coming soon
How empathy, attention, and respect can calm almost anyone.
View the book
Managing narcissists and other high-conflict people on the job.
View the book
Identifying and handling narcissists, sociopaths, and other high-conflict personalities.
View the bookHCI methods have been adopted by hospital patient-relations offices, clinical leadership programs, and inpatient psychiatric units where high-conflict dynamics are a daily reality.
Reply to hostile email and text without making it worse. Brief, Informative, Friendly, Firm.
Three-second verbal moves that calm an upset person — Empathy, Attention, Respect.
The framework at the core of every New Ways® program: Flexible Thinking, Managed Emotions, Moderate Behaviors, Checking Yourself.
"The New Ways for Work training is essential for all those involved in people management and team optimization. This training provides pragmatic, bespoke tools for proactively addressing conflict. With this information at your disposal, you will be able to recognize when tools that usually work simply will not, how to avoid feeling trapped in the vortex of high conflict behavior, and what steps to take to confidently manage seemingly intractable conflict."
G.Y. — Healthcare Manager
"This course has high utility value in that it conveys practical tactics to deal with High Conflict People. In the healthcare arena, addressing toxic behavior is imperative to ensure that vital communication that impacts patients is not compromised."
K.E. — RN, PhD · Healthcare Leader Coach
"Bringing in HCI to help was hands down the best decision I have ever made. After about 2 years with HCI's coaching, we all spend MUCH less time on personnel management and more time being productive."
M.R. — Asst. Professor, UPenn School of Veterinary Medicine
If you're bringing HCI to a healthcare team — whether 10 people or 1,000 — we design custom programs around your actual cases and roles. Half-day workshops to yearly Corporate Partnerships.
500,000+
Healthcare and other professionals trained worldwide since 2008.
